-
RISK PERCEPTION IN THE CORRELATION BETWEEN
THE TENDENCY OF USING INTERNET AND
CUSTOMERS WILLINGNESS TO USE ONLINE
PAYMENT SYSTEM
Herison Surbakti
Information System Dept., Universitas Respati
Yogyakarta, Indonesia [email protected]
ABSTRACT This study aims to determine the extent of the
influence of
risk perception on the willingness of customers to use online
payment system and online purchases, as well as to measure
whether the experience and the tendency to use the internet
have a significant effect in increasing the willingness of
customers to use the online banking facilities and online
payments.
There are several things that affect the willingness of
customers to use the online payment system services; those
are, the tendency factor of using the internet and experience
factor of using the internet. Those factors have a positive
influence on the willingness of customers to use online
payment system facility.
Perception of risk in using the online payment system service
facilities has a negative influence on the willingness of
customers to use online payment system facility because the
use of the internet has several types of risks that should
be
acceptable to customers.
The tendencies to use the internet and the internet
experience
factors have a negative influence on the perception of risk
in
the willingness of customers to use online payment system
facilities. Does the perception of risk have a mediation role in
the relationship between the tendency to use and experience to
use the internet to customers willingness to use online payment
system? This is a kind of interesting question to
study.
This research uses a model from a previous study[22]. The
willingness of using online payment system service is a big
opportunity for the E-Business development, especially in
Yogyakarta, Indonesia.
Keywords: Online payment system, risk perception,
willingness to use online payment system services,
e-business
1. INTRODUCTION In a very tight competition among banks,
customer
decision factors become a serious concern[10],[32]. Each
bank has various disclosure diverse to give everything as
expected, like "A customer is a boss", "Customer decision is
our goal", and so on. Developmental in banking service system
today is mostly done with information technology as
the main device. The use of information technologies provide
a wide range of convenience, facilities, and services for
customers[4],[18]. The banks should be able to adapt quickly
to implement the system of banking operations with the help
of information technology in providing services for their
customers. In addition, the service by using information
technology must be supported by the ability of the company
to
create programs or tools that are easy to use by clients
(user
friendly).
One of the banking services using information
technology facilities is the online banking in conducting
online payments, or online payment system[30]. Online
payment system is a new breakthrough in the world of banking
company provided banking services to serve
customers' financial transactions online, either a
transaction
using credit cards, debit cards, and online money transfer
through online payment system[2],[26].
The ability of banking services in providing a good
online payment system service will reduce the risk and
provide a positive contribution to improve the use of online
payment system in every financial transaction made by their
customers. The use of online payment system services is
believed to provide more benefits and convenience for the
customer and for the company the use of a conventional
financial transaction system.
1.1. Problems 1. Does the trend of using the internet and
the
experience of using the Internet significantly affect
the willingness of customers to use online payment
system? 2. Does the tendency of using the internet and the
experience of using the Internet become a
significant influence on the perception of the risk
of the use of online payment system facility? 3. Is there a
relationship between the tendency to use
the Internet and the experience of using the
internet with the willingness of customers to use
online payment system? 4. Does the risk perception of the online
payment
system services have a significant effect on the
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customers' willingness to use online payment
system?
1.2. Limitations Limitations of the problems in this study
are:
1. The respondents in this research are the bank customers who
use the services of Online payment
system service in Yogyakarta, Indonesia.
2. The variables used in this study consist of: a. The tendency
to use the internet. b. The experience of using the internet. c.
Perception of risk. d. Willingness to use the online
payment system facility.
1.3. Research Objectives The purposes of this study are:
1. To determine the influence of the tendency of using the
internet and the experience of using the internet
to the willingness of customers to use online
payment system.
2. To determine the effect of the risks perception in using
online payment system to the customers'
willingness to use online payment system.
3. To determine the mediating effect of perceived risk of using
online payment system in the correlation between the tendency to
use the internet with the
customers' willingness to use online payment
system.
2. LITERATURE REVIEW 2.1. Information Technology
Information technology has an important role in
most of the business process reengineering. Speed, information
processing capabilities, and connectivity of
computer and internet technology can improve and increase
the business process efficiently[14],17]. Information
technology is not limited to computer technology (hardware and
software set of tools) that is used to process and store
information, but that includes information technology to
transmit information[19],[20],[29].
2.2. Theory of Reason Action (TRA) Theory of Reason Action was
introduced by
Fishbein and Ajzen (1975), which helps researchers to
understand and predict the attitudes and behavior of
individuals[8]. TRA has successfully predicted and explained
the behavior of different areas of study. The TRA theory is most
often used as a theoretical model of the information
system. Individual's performance of a particular behavior is
determined by the purpose for running behaviors, and the
destination is determined by attitude and subjective norm[8].
Several specific factors in determining the behavior
of technology acceptance are: behavioral intention to define
the behavior, if behavioral intention combined with the
attitude and subjective norm.
Figure 2.1 Theory of Reason Action (TRA) [8].
2.3. Theory of Planned Behavior (TPB) TPB is an extension of the
TRA by adding
perceived behavioral control variables in addition to the
behavior and subjective norm, to describe a situation in
which
the individual has no control over the desired behavior, as
quoted by Chau and Hu[5]. King[21] was conducted research
using the technology adoption TRA and TPB as the
theoretical models but with emphasis on the TRA, while Chau
and HU[5] were combined TPB with TAM. Control variable is
measured by three indicators to
combine TPB with TAM, namely the ability, knowledge, and
resources owned. TPB diagram is shown as Figure 2.2 below:
Figure 2.2 Theory of Planned Behavior[5].
2.4. Technology Accepance Model (TAM) TAM was first introduced
by Fred D. Davis in
1986; it is an adaptation of the TRA which was made
specifically for modeling user acceptance of information
systems[11]. According to Davis[8], The main goal of TAM
is to provide a basis for tracing the influence of external
factors on the beliefs, attitudes, and user goals. TAM has two
basic foundations, namely Perception of usefulness (PU) and
Perceived Ease Of Use (PEOU). Two of the bases area major
influence on the behavior of computer acceptance[23]. In
general, users of the technology will have a
positive perception of the technology provided. Negative
perceptions will emerge as a result of the use of such
technology ever tried. This means that developing a negative
perception can be analyzed after the user had tried the
technology, or inexperienced users become adversely users of
these technologies. TAM model can be used as a basis for
determining the necessary efforts to encourage the willingness
to use technology. TAM diagram is shown as Figure 2.4
below:
Technology Accepance Model (TAM)[36]
2.5. Unified Theory of Acceptance and Use
of Technology (UTAUT) UTAUT model proposed by Venkatesh et
al.,[33] is
a model which is based on the basic theories about the
behavior of users of the technology and the technology
acceptance models, which are TRA, TAM, TPB, Motivational
Model, Personal Computer Utilization Model, Innovation
Diffusion Theory, and STC. The model consists of four
variables as determinants of the purpose and use of information
technology which are performance expectations,
effort expectancy, social influence, and support conditions.
Four variables as moderators between determinants with the
intended use of information technology, which are: gender,
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age, experience, and volunteerism. UTAUT diagram is shown
as Figure 2.4 below:
Figure 2.4 Unified Theory of Acceptance and Use of
Technology (UTAUT) [33]
2.6. Internet Through the Internet, people can share
knowledge
and information by e-mail, digital publications, online
shopping, search for data, and so on. The Internet has created
a universal platform to buy and sell goods to run critical
business processes within the company[24]. Based on the various
benefits and added value that can be enjoyed by users,
the internet is not free of weaknesses and threats[28],[34].
The
Internet is a public network that is not only owned by a
particular organization. In addition, there is no formal
organizational structure in the regulation of the
Internet[1],[25].
2.7. E-Commerce E-commerce is the activity of sale and purchase
of
goods / services through the internet facility[12]. E-commerce
can be done by anyone with a business partner, without being
limited by space and time. In the actual e-commerce activity
implies the existence of a relationship between a seller and
a
buyer, transactions between businesses, and internal processes
that support transactions with companies[13],[27],[35]. E-
commerce has changed the way companies do business[6],[9].
E-commerce transactions flow according to Laudon and
Laudon[24] as depicted in Figure 2.6 below:
Figure 2.5 E-Commerce Information Flow[24]
2.8. Online payment system Risk
Management Services In this study, the research conceptual
framework
shown in figure 2.6 below:
Figure 2.6 Research Model[22]
2.9. Hypothesis H1a: The tendencies to use the internet have a
positive
influence on the willingness to use online payment system.
H1b: Experience of using the internet has a positive
influence on the willingness to use online payment system.
H2: Risks perception of using the online payment system
facilities has a negative influence on the willingness to
use online payment system. H3a: The tendencies to use the
internet have a negative
influence on the perception of the risk in the use of the
facilities of online payment system.
H3b: The experiences of using the internet have a negative
influence on the perception of the risk in the use of
online payment system.
H4a: The risk perception mediates the relationship between
the tendency of internet use with the willingness to use online
payment system.
H4a: The risk perception mediates the relationship between
the experience of internet use with the willingness to
use online payment system.
3. RESEARCH METHOD 1. The research was designed as a field
research by
collecting information (data) from particular sampling
directly done by researcher[7],[31].
2. Samples were 349 respondents who are customers of some banks
in Yogyakarta, Indonesia between the
ages of 17 to 60 years old, and used the online
payment system service at least 3 times in the last 2
years. 3. Variables:
a. The tendency to use the internet b. The experience to use
internet c. Risk perception d. Willingness to use online payment
system and
online payment
4. The method of data collection used questionnaire that was
divided into three parts: a. The first part of the questionaire was
about
demographic characteristics of the respondents
including gender, age, level of education, the banks,
using the internet within a week, the experience of using the
internet.
b. The second part of the questionnaire related to perception of
the risk of the use of online payment
system service developed by the Kuhlmeier and
Knight[22], which consists of six questions.
c. The third part was about willingness to use the online
payment system service developed by
Kuhlmeier and Knight[22], which consists of three questions.
d. The risk perception of the use online payment system was
developed by the Kuhlmeier and
Knight[22], which consists of six questions.
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e. The willingness to use the online payment system developed by
Kuhlmeier and Knight[22], which consists of three questions.
3.1 Instruments Technical Test 3.1. 1 The Validity Test
The validation test (validity test item) is a tool to
test whether each of the questions really has revealed a
factor
or indicator which is going to be investigated. The higher
the
validity of a measuring instrument, the more precise the
measurement tools on target. Guidelines used in maintaining
an item are as follows: [15] 1. The collection of the item by
the factor must be
positive.
2. Errors (p) of the correlative coefficient maximum of 5%.
3. The method of validity test used by Pearson Product Moment as
follows: (Hadi, 2000:23).
In which:
rxy = correlative coefficient x = items scores in the factor
y = sum of score from all items in the factor
N = number of samples or the respondents
standard error () :0.05
With a significant level () =5%, then if rcount > rtable ,
the questionnaire that was used as a measurement in this
study has met the requirements of the validity.
3.1. 2 The Reliability Test To determine the level of
reliability of items, the
formula uses Alpha Cronbachs, where this formula can be used to
test the reliability based on the description of questionnaires. A
reliable instrument which is expressed by
Hair et al.,[16] should have coefficient Alpha Cronbach >
0,06. The general Cronbach's Alpha formula is:
rtt =
In which:
rtt = reliability coefficient
M = number of items
Vx = item variances
Vy = total variances
standard error () = 0.05
3.2 Data Analysis
3.2.1 The Mediation Regression The formula of regression
analysis to test the effect
of mediation are as follows[3]:
a. The effect of Internet use tendency on the customers
willingness to use online payment system with risk perception as a
mediating variable
M = + a The tendency of Internet usage + e1 Y = + b Perception +
e 2 Y = + c The tendency of Internet usage + e3
b. The influence of the internet use experience on the customers
willingness to use online payment system with risk perception as a
mediating variable.
M = + a The tendency of Internet usage + e1 Y = + b Perception +
e ...2 Y = + c The tendency of Internet usage + e...3
Symbols meaning:
Y = willingness to use online payment system facility
= constants a-c = regression coefficient X1 = the tendency of
internet use
X2 = the experience of internet use
M = risk perception e = error standard
Risk perception is expressed as a mediating variable
if:
3.2.2 Simple Linear Regression The formula of simple linear
regression analysis is
as follows[3]:
Y = a + bX+ e
In which:
Y = dependent variable a = constants
b = regression coefficient
X = independent variables
e = error standard
4. IMPLEMENTATION 4.1 The Validation Test
Terms of the validation test in this study are as
follows[15]:
a. An instrument is valid if it has value rcount > rtable.
rtable. The value was obtained by the formula: free degrees (db) =
n-2 or 349 -2 = 347 that is equal to
0,105.
b. Tests use the error standard () 5%. c.
Tabel 4.1 Validation Test
Variabel Items
rcount rtable Explanation
Risk perception in the use of online payment
system facilities and
services
1
2
3
4
5
6
0,415
0,744
0,785
0,748
0,709
0,790
0,105
0,105
0,105
0,105
0,105
0,105
Valid
Valid
Valid
Valid
Valid
Valid
Willingness to use the online payment
system facility
1
2
3
0,803
0,784
0,801
0,105
0,105
0,105
Valid
Valid
Valid
Test results in this study have value rcount > rtable, then
all the
items in this research question is valid.
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4.2 The Reliability Test An instrument is valid if the value of
Cronbach's
Alpha > 0,6[15],[16]. The summary of reliability test results
is shown in Table 4.2 below:
Tabel 4.2 Reliability Test
Variabel Koef.
Alpha
Cronbach
Limit of
Koef.
Alpha
Cronbach
Explana
tion
Risk perception of
Online payment system service
facility users
0,883 0,6 Reliable
Willingness to use the
online payment
system facility
0,894 0,6 Reliable
The results of the reliability test showed that all the factors
in
this study have coefficient value Alpha Cronbach > 0,6; it
can
be concluded that all the variables in this study are
reliable.
4.3 Analysis of Demographic Characteristics of Respondents
The results of the demographic characteristics
respondents analysis note that the majority of respondents
in
this study were male (63,9%), between the ages of 20 to 34
years (81,9%). Based on the characteristics of education
level,
the majority of respondents in this study were highly
educated
(Diploma, Graduate, Post Graduate) (75,6%), that most of
them become customers of Bank Mandiri (39,8%). In a week, the
majority of respondents used the Internet for 11 to 20
hours (65%), and had experience in using the internet for
two
to three years (68,2%). The data is shown in Table 4.3.
Tabel 4.3 Percentage of Respondents Data
4.4 The Effect of Internet Usage Tendency to Willingness of
Using Online
Payment System The results of the analysis is used to analyze
wheter
the variable of using the internet tendency had a positive
influence on the willingness of customers to use online
payment system.
4.5 The Effect of Internet Use to Willingness of Using Online
Payment
System Regression results obtained regression coefficient
(b) experience of using the internet variable to 0.312,
which
indicated that the experience of using the internet variable had
a positive influence on the willingness to use online payment
system facility. To prove whether the experiences of using
the
internet had a significant effect on the willingness to use
online payment system facility, author used the t test.
Regression analysis obtained tcount values which was equal to
6,111 with probability (p) 0,000.
4.6 Risk Perception of Online Payment System in Willingness to
Using Online
Payment System Regression analysis obtained tcount value which
was
equal to -16,959 with probability (p) 0,000. The results of
this
analysis indicated that the perception of risk in the use of
online payment system had a significant effect on the
willingness of customers to use online payment system
facility. The influence of risk perception using online
payment
system indicated by the Adjusted R Square value which was
equal to 0.452. This situation shows that the risk perception of
the use of online payment system had the effect of 45.2% in
determining the perception of the willingness of customers
to
use online payment system facility. And the rest (54.8%)
willingness of customers to use online payment system was
influenced by other factors not included in this model.
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4.7 The Tendency of Using Internet Facilities with Online
Payment System
Risk Perception Regression results obtained regression
coefficient
(b) tendency of using the internet variable equals to -0,484.
This condition indicated that the tendency of using internet
variable will reduce the perception of risk in the use of
online
payment system facilities.
4.8 Experience in Using the Internet with Risk Perceptions of
Online Payment
System Regression results obtained regression coefficient
(b) the experience of using the Internet variable about
-0,390
as shown in table 4.8. The results of this analysis showed
that
the variable experience of using the internet had a negative
influence on the perception of the risk of the use of online
payment system facilities. This condition shows that, the
higher the respondents' experience in using the internet,
the
lower risk perception of respondents in using the online payment
system facility.
4.9 The Test of Mediating Effect of Risk Perception in the
Correlation Between
Internet Use Tendency and the
Willingness To Use Online Payment
System
Perception of risk is expressed as a mediating
variable if:
This situation shows that the influence of the
tendency of using the internet and the willingness to use online
payment system facility is not mediated by perception
of risks in using the online payment system facility. This
condition indicates that the willingness of customers to use
the online payment system facility will not decrease even if the
customer knows the risk that he might receive when using
the online payment system facility.
4.10 The Test of Risk Perception Mediating Effect of the Use of
Online Payment
System in the Correlation between the
Experience in Using Internet and the
Willingness in Using Online Payment
System
Perception of risk is expressed as a mediating variable if:
This situation shows that the tendency of using the internet to
influence willingness to use online payment system
is not mediated by perception of risks in using the online
payment system facility.
5. CONCLUSION Based on the results of data analysis of
respondents
in Yogyakarta city, Indonesia, author conclude that the
results
of the study are as follows:
1. The internet tendency to use internet had a significant
effect in increasing the willingness of customers to use online
payment system facility. The influence of the
tendency of using the internet to the customers willingness to
use online payment system facilities
was 13.9%. 2. The experience of using the internet had a
significant
effect in increasing the willingness of customers to use
online payment system facility. The influence of the
experience of using the internet to customers willingness to use
online payment system facilities
was about 9.5%.
3. Risk perception of the use of online payment system
facilities had a significant effect in reducing the willingness of
customers to use online payment system
facility. Influence of the risk perception of the use of
online payment system facilities to the willingness of
customers to use online payment system was about
45.2%.
4. The tendency to use the internet had a significant effect in
reducing the risk perception of the use of online payment system
facilities. Big influence on the
tendency of using the internet usage of the risk
perception of online payment system facilities was
about 23.2%. 5. The experience of internet use had a significant
effect
in reducing the risk perception of the use of online
payment system facilities. The influence on the risk
perception and the experience of using the internet
with the use of online payment system was about 15%.
6. The risk perception of the online payment system facility use
did not mediate the effect of the tendency
of using the internet to the customers willingness to use the
online payment system facility.
7. The risk perception of the online payment system use did not
mediate the effect of Internet usage experience
of the customers willingness to use the online payment system
facility.
8. The risk perception did not mediate the relationship between
the tendency of using the internet, with a
willingness to use the online payment system facilities.
Meanwhile, the experience of using the internet had a
significant effect on the willingness to use online
payment system facilities.
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ISSN:2229-6093